raphael barishansky - virginia department of · pdf fileàtone of voice àbody...

Raphael M. Barishansky

2009 VA EMS Symposium

Why are you here?

Tell me about your communications nightmaresTo learn more about communicationTypes of communicationBarriers to effective communicationHow to move around those barriers


What is communications

Communications:art of transmitting information, ideas, and attitudes from one person to another. process of meaningful interaction among human beings.

Webster's Dictionary, 2009


What is communications

Effective communication means:conveying messages clearly and unambiguously. receiving information with as little distortion as possible.


What is effective communicating about

TrustMaturityPerspectiveEscalate and de‐escalate


Who we communicate with

If you are doing it badly, potential for negative impact exists on multiple levels


What we are taught

Reminiscent of grade schoolKindergarten

focus is on sending and receiving messages, sharing experiences,learning about emotions, translating nonverbal messages, and practicing good listening skills.


What we are taught

Reminiscent of grade school1st Grade

awareness of language choices and demonstrating more vocal quality (tone, pitch, rate, and volume).


What we are taught

Reminiscent of grade school2nd Grade

identify relationships between language choices and roles, orally summarize a story, maintain conversations with other children and adults, and respond to another’s emotions.


What we are taught

Reminiscent of grade school3rd Grade

understanding of the role communication plays in various cultural settings and small groups.


The essence of communication

Personal processOccurs between people Means to influence others Expression of thoughts/emotions through words/actions.Tool for controlling/motivating people. A social and emotional process.


Most common forms of communication

Spoken Word

Written Word

Visual Images

Body Language


Communication networks

Formal Network: Virtually verticalPer chain of command within the hierarchy.

Informal Network:Free to move in any directionMay skip formal chain of commandLikely to satisfy social and emotional needsCan facilitate task accomplishment


Communication process simplified

This process works as follows: The messenger has something to communicate, a message. The messenger will encode his message with words, behavior and body language that he senses will help him to best communicate this message according to his intent. The message will go through a channel, a means of communication such as e‐mail, face to face or phone conversation, letter, presentation. The receiver will then decode the message using conventions, cultural or contextual background, and language skills. The message he receives might or might not meet the intent of the messenger.


General issues

Problems with communication can pop‐up at every stage of the communication process

At each stage, there is the potential for misunderstanding and confusion based on multiple variables


Can you hear me now?


Your opinion please

What stands in the way of effective communications?


Barriers

Language BarriersDifferent languages / accent / dialectVocabularySemantic gaps


Barriers

Cultural BarriersAgeEducationGenderSocial Status Cultural BackgroundTemperamentHealthBeauty / Popularity

ReligionPolitical BeliefEthicsValuesMotivesAssumptionsAspirationsRules/RegulationsPriorities


Barriers

Organizational BarriersPoor Organizational Culture /ClimateStringent Rules/RegulationsStatus / Relationship ComplexitiesInadequate Facilities / Outdated EquipmentOpportunities Of Growth /ImprovementPoor Lighting / NoiseStaff Shortages


Barriers

Interpersonal BarriersEmployers

Lack of trust in employeesLack of knowledge of non‐verbal cluesDifferent experiencesNo consideration for employee needsWish to capture authorityFear of losing power of controlBypassing and informational overloading


Barriers

Interpersonal BarriersEmployees

Lack of motivationLack of co‐operation / trustFear of penaltyPoor relationship with the employer.


Its not what you say…

Be professionalYou are always being judged by what you say and how you say itYou can be a great EMS provider, but be a jerk about it (offensive, aggressive, uncaring, overly lighthearted, etc.)You need to be able to read the patient and the family


Its Greek to me

Terms / LanguageChallenges when people are new and you assume that they know what you are talking about Challenges when communicating with folks from other organizations (they don’t speak your language)Challenges when communicating with patients and families (they don’t read your textbooks)


Hearing vs. listening

HearingPhysical process, natural, passive

ListeningPhysical as well as mental process, active, learned process, a skill


Active Listening

ListeningOne of the most important skills you can have. Has a major impact on your job effectivenessHas a major impact on the quality of your relationships with others.


Active listening

Active listening:Don’t just wait for your turn to talk You should be able to repeat back the message in your own wordsYou don’t have to agree with it, just understand it


Face to face

There are three basic elements in any face‐to‐face communication:

wordstone of voice body language


Face to face

These three elements account differently for the meaning of the message: ‐Words account for 7%‐ Tone of voice accounts for 38% and ‐ Body language accounts for 55% of the message.


What are you looking at?

Eye contactFacial expressions

smileraised eyebrowsfurrowed forehead

Posture/body language


Non‐verbal communications

Eye contact: signals interest in others. eye contact with audiences increases the speaker's credibility. making eye contact opens the flow of communication and conveys interest, concern, warmth and credibility.



Smiling transmits: Happiness Friendliness Warmth Liking

If you smile frequently you will be perceived as more likable, friendly, warm and approachable. Smiling is often contagious.



Posture and body orientation: You communicate numerous messages by the way you walk, talk, stand and sit. Standing erect, but not rigid, and leaning slightly forward communicate that you are approachable, receptive and friendly.Furthermore, interpersonal closeness results when you face each another person. Speaking with your back turned or looking at the floor or ceiling should be avoided.



Personal space:Personal space is an approximate area surrounding an individual in which other people should not physically violate in order for them to feel comfortable and secure.This space is highly variable and subjective


Email

Easy but challenging ‐why?This is official correspondenceRe‐read prior to sendingWatch spelling, punctuation and grammar

DON’T YELL AT PEOPLE

Make sure there is a pathway for questionsMake sure its reflective of the position that you hold


Telephone

Be clear as to who you are and what your message isWait for your turn to speakNever, ever hang up on anyone


Telephone

Use the appropriate tone of voice“If there is anything I can do, just call me back”Use the words hello, goodbye, good morning, etc. – don't forget basic etiquette


Written communications

Most common – pt. care documentsGoes much further than “if you didn’t write it down, you didn’t do it”Stop – be clear, concise, readable (today and in the future both by you and by others)Don’t lieBe careful with non‐standard abbreviationsNo social commentaryNo opinion (he was drunk, she was high)



Factual statements only



Supervisors/managers usually have to document:

Adverse/unusual situationsEmployee actions/disciplinary actionsReference proper sections of agency – or State –policyWatch “little things” – such as spelling, grammar, and


Verbal Communication Don'ts

Do not:instantly react and mutter something in anger. use technical terms and verbiage not understood by majority of people. speak too fast or too slow. speak in inaudible surroundings, as you won’t be heard.


Verbal Communication Don'ts

Do not: assume that everybody understands you. interrupt the speaker. jump to the conclusion that you have understood every thing.


Recipe for effective communications

Focus on language and pronunciation. Work on voice modulation. Work on body language. Read more



Think , then speak. Do not speak too fast. Use simple vocabulary. Do not speak only to impress someone. Look presentable and confident.



Listen more Avoid reading or watching or listening unwanted literature, gossip, media presentations, etc. Interact with qualitative people.



Thank you…

[email protected]

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